Hardship LevelH (no hardship)
Family TypeFamily
Family TypeFamily
Residential location (if applicable)
GradeGS5
Staff Member / Affiliate TypeGeneral Service
ReasonRegular > Regular Assignment
Remote work acceptedNo
Target Start Date2023-08-01
Job Posting End DateJuly 3, 2023
Standard Job DescriptionSenior PSP Individual Giving Assistant Organizational Setting and Work Relationships The United Nations High Commissioner for Refugees (UNHCR) is mandated to lead and coordinate international action to protect and assist refugees and other persons of concern. Private Sector Partnerships Service (PSP) sits within UNHCR's Division of External Relations (DER) and is responsible for mobilizing resources from the private sector for refugees. UNHCR has developed a Private Sector Fundraising Strategy focusing on both Individual Giving and Private Sector Partnerships, identifying priority fundraising markets and regions. Individual Giving (IG) is targeted at the general public to secure the support of individuals through regular, unrestricted donations, cash appeals and legacies. The aim is to generate both monthly and one-time donations from individuals using various channels and methods including direct mail, face-to-face fundraising, telemarketing, digital fundraising, DRTV and emergency fundraising, with focus on strong donor loyalty and lifetime value. The purpose is to maximize the donor base from the individual giving (IG) for UNHCR, those with the ability to provide donations of between $1 to $10.000 (depending on local market conditions, as well as scope of responsibility) per year to UNHCR. All UNHCR staff members are accountable to perform their duties as reflected in their job description. They do so within their delegated authorities, in line with the regulatory framework of UNHCR which includes the UN Charter, UN Staff Regulations and Rules, UNHCR Policies and Administrative Instructions as well as relevant accountability frameworks. In addition, staff members are required to discharge their responsibilities in a manner consistent with the core, functional, cross-functional and managerial competencies and UNHCRยฟs core values of professionalism, integrity and respect for diversity. Duties General - Assist in the implementation of acquisition programs. - Assist in the implementation of donor care and retention programs. - Provide front-line customer service for all inbound inquiries from donors, through the phone, email and mail and will assist donor with gift acknowledgements, refunds, tax receipt requests, tribute and symbolic gift cards, and other donation related issues. - Perform donor base analysis to support the definition of strategy and tactic of donor relationship. - Assist in the implementation of a tailored middle donor program/strategy. - Contribute in procurements to Face-to Face activities or other activities including preparation of RFQs or RFPs, receipts of quotations, bids or proposals in compliance with the procurement standards and rules. - Provide functional guidance to the donor care assistant, ensuring proper implementation of fundraising activities and middle donor care programme effectively and efficiently and with a donor focused approach. - In close coordination with the supervisor, support in middle donor budgeting and provide middle value donor and the financial forecasts. - Support targeting/segmentation based on donor insights, behaviour, interactions and gifts history. - Prepare and submit the monthly income recording, bank reconciliations and earmarking reports. - Prepare and submit regular reports on all contacts with donors, prospects and maintain sufficient records, contactsยฟ reports and background data to facilitate periodic reports on activities. - Prepare daily/weekly/monthly progress reports on acquisitions and donor care KPIs. - Liaise with bank and payment platforms to ensure timely and accurate payment collections. - Participate in annual campaign goals. Donor Acquisitions - Assist in monitoring and reporting on KPIs of different fundraising activities on a monthly, quarterly and yearly basis. - Support fundraising activities for the acquisition of new donors in F2F, DRTV, Direct Mail, etc. - Support digital programs (advertising, social media, search engine marketing, etc.). - Support in the development of new donor acquisition plans. - Contact prospects to determine capability and propensity for joining the middle donor program with an increased level of giving. - In close collaboration with donor communication teams and external relations provide relevant content of messaging and proper training for IG fundraisers. - Solicit, negotiate agreements and close gifts with potential donors. - Participate in annual fundraising campaign plans. - Prepare and participate in the recruitment of Face-to-Face fundraisers to fill vacant positions including applicationsยฟ review, interviews and tests as well as orientation and induction. Donor Retention and Development - Support in the development and retention of existing donors. - Deal with donorsยฟ requests and manage complaints. - Follow up donors by phone, post, electronic mail in relation to donation transactions issues and donor inquiries. - Follow the development of all the creative, production and services related to appeals, stewardship communication etc. - Produce reports and analysis to enhance programme performance, donor retention and understand donor behaviour. - Support donor service toll free number activities. - Execute data entry needed by outbound and inbound campaigns. - Update UNHCR fundraising database with donorsยฟ data, gifts data, fundraising campaigns data when needed. - Support fulfilment operations for specific campaigns. - Assist in processing one-off donation transactions. - Process monthly donations (both autopay and credit cards), escalate and advise the supervisor in case of inaccuracy and special occurrence. - Perform other duties as required. Minimum Qualifications Education & Professional Work Experience Years of Experience / Degree Level For G5 - 2 years relevant experience with High School Diploma; or 1 year relevant work experience with Bachelor or equivalent or higher Field(s) of Education Not applicable Certificates and/or Licenses Public Administration, Business Administration, Economics, or other relevant field. Relevant Job Experience Essential - Minimum 2 years of previous experience in donor care or customer service, or donor development and/or communications. - Experience working with fundraising activities such direct mail, telemarketing, email marketing, Face-to-Face, DRTV etc. - Experience in handling donors and/or individuals for fundraising purposes. Desirable - Knowledge of customer segmentation and analysis approaches. - Experience in training fundraising or sales representatives in telemarketing agencies. - Experience in coordinating the day today work of suppliers. - Experience working in a customer service. Functional Skills *IT-Computer Literacy CO-Cross-cultural communication CO-Drafting and Documentation PS-Digital fundraising PS-Direct Marketing and Direct Response Fundraising PS-Fundraising-face to face, mass appeal, digital, emergency, DRTV, etc. PS-Private sector fundraising and partnerships (Functional Skills marked with an asterisk* are essential) Language Requirements For International Professional and Field Service jobs: Knowledge of English and UN working language of the duty station if not English. For National Professional jobs: Knowledge of English and UN working language of the duty station if not English and local language. For General Service jobs: Knowledge of English and/or UN working language of the duty station if not English. ยฟ All UNHCR workforce members must individually and collectively, contribute towards a working environment where each person feels safe, and empowered to perform their duties. This includes by demonstrating no tolerance for sexual exploitation and abuse, harassment including sexual harassment, sexism, gender inequality, discrimination and abuse of power. As individuals and as managers, all must be proactive in preventing and responding to inappropriate conduct, support ongoing dialogue on these matters and speaking up and seeking guidance and support from relevant UNHCR resources when these issues arise. This is a Standard Job Description for all UNHCR jobs with this job title and grade level. The Operational Context may contain additional essential and/or desirable qualifications relating to the specific operation and/or position. Any such requirements are incorporated by reference in this Job Description and will be considered for the screening, shortlisting and selection of candidates.
Desired Candidate Profile Candidate must be eligible to work in Canada.
The role of Senior Email Marketing and Digital Coordinator (Senior PSP Individual Giving Assistant) will report to the Digital Manager sitting within the overall IG team, which covers retention and acquisition strategies. This role will support communications strategies for both retention and acquisition teams in IG, as well as collaborate with the greater PSP team including Major Gifts and Planned Giving to provide expert support on email marketing solutions. This role will work to push forward a digital first approach to our communications and improve on our existing web-based applications, as well as ensure seamless donor journey through collaboration with other teams on multi-channel campaigns. This role will also work closely alongside our donor care team to grow our peer to peer fundraising program.
The perfect candidate will Previous experience in fundraising environment or marketing setting, working more specifically with email and web based communications and Experience with applications such as: Photoshop, Wordpress, Engaging Networks, Raiserโs Edge, Salesforce or other CRM, Microsoft Suite etc.
Required languages (expected Overall ability is at least B2 level):
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Desired languages
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Operational context
Occupational Safety and Health Considerations:
Nature of Position:
Living and Working Conditions:
Additional Qualifications
SkillsCO-Cross-cultural communication, CO-Drafting and Documentation, IT-Computer Literacy, PS-Digital fundraising, PS-Direct Marketing and Direct Response Fundraising, PS-Fundraising-face to face, mass appeal, digital, emergency, DRTV, etc., PS-Private sector fundraising and partnerships
EducationBachelor of Arts (BA), High School (Required)
CertificationsBusiness Administration - Other, Economics - Other, Public Administration - Other
Work Experience
CompetenciesAccountability, Analytical thinking, Client & results orientation, Commitment to continuous learning, Communication, Organizational awareness, Planning & organizing, Political awareness, Teamwork & collaboration
UNHCR Salary Calculator
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Compendium
Additional Information
Functional clearanceThis position doesn't require a functional clearance